- As SVP of Talent at Equinix, what are the key elements to create a culture where employees feel they belong?
- • Commitment to care is a distinguishing factor in our historic culture.
- • High “Say-Do” ratio from our leaders to deliver on the promise of our values, particularly the factor of care.
- • An ongoing commitment to an inclusive culture is summed up by the phrase “I’m safe, I belong, I matter.”
- How has the role of company culture evolved in driving employee engagement during your time at Ford, Microsoft, Caterpillar, and American Express?
In each company employee involvement and engagement have been critical. I think the relationship between employees and the organization in terms of having success for all is best articulated in the work by the Service Profit Chain…I’ve taken that model into all of the work that I’ve then used at every company – an engaged employee gives more discretionary effort and better service at whatever task they are doing – that means superior customer engagement, less waste, higher quality, etc, – these things lead to greater share of wallet for you as the organization, brand enhancement and customer retention – which leads to superior financial and overall shareholder return – which in turn allows the best organizations to invest in ensuring that have a workforce that is engaged…and to the cycle feeds itself.
- Can you share a successful initiative that improved employee experience and strengthened organizational culture?
At Microsoft, we focused on redefining the manager’s role with the ‘Manager Reimagined’ initiative. Managers shape most of the employee experience, so we streamlined their responsibilities and articulated a new vision for their role, supported by learning events and communications. This holistic approach strengthened engagement and fostered agility in our workforce.
- How do you foster empathy and interconnectedness in a diverse, global workforce?
Empathy is essential. A practice I’ve implemented at several organizations is the “check-in”— a few questions at the start of each meeting, such as “How are you feeling?” and “What do you need from this meeting?” This simple habit cultivates empathy by encouraging individuals to connect on a personal level, improving collective mental well-being.
- In “Rewire,” you talk about using propaganda to change mindsets. How can HR use similar methods to positively shift culture?
HR and Communications are interconnected in shaping the employee experience. We should not view communications merely as top-down messages but as a narrative that provides context, content, and consistency. Storytelling is a powerful tool, as evidenced in “Sapiens,” to build collective understanding and engagement.
- How do your core values of integrity, transparency, and respect influence employee feedback and conflict resolution at Equinix?
Our core values of integrity, transparency, and respect align closely with Equinix’s principles. We promote psychological safety by emphasizing that “clarity is kindness,” fostering an environment where certainty and clarity are prioritized, allowing everyone to thrive.
- What are the main barriers to creating an inclusive culture, and how can they be overcome?
Empathy is key. Humans often perceive change as a threat, so by fostering wider perspectives through active listening and clear communication, we enable individuals to feel safe, bringing their best selves to work. This helps everyone feel valued and engaged, contributing to a shared purpose.
- How do you balance work and personal life, and how does this affect your approach to fostering a supportive culture?
I strive to balance work and personal life by setting clear boundaries, sharing personal experiences with my colleagues to humanize myself as a leader, and prioritizing health and family. This transparency encourages my team to do the same, supporting overall well-being and reducing stigma around mental health topics.
- What strategies have you found effective for aligning leadership’s vision with the everyday experiences of employees?
Storytelling is vital. For example, at Ford, I used the analogy of a bakery adapting to a pizzeria to illustrate the shift to electric vehicles. Simple, relatable stories help everyone understand complex changes, grounding the vision in everyday terms.
- How do you integrate teamwork and collaboration from your personal interests into your professional approach?
Recently, I took my team to a QPR match in Shepherd’s Bush, introducing them to a personal part of my life. It wasn’t the usual corporate setting, but it allowed the team to connect with me in a genuine way. Taking the team into your world can create authentic cohesion that transcends work pressures.
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